Terms of Service

1. Who we are and what these Terms cover

HERide, Inc. (“HERide,” “we,” “us,” or “our”) is a Georgia corporation headquartered in Atlanta, Georgia. HERide operates a technology platform that connects riders with independent driver-partners who provide transportation services.

These Terms of Service govern your use of the HERide rider app, the HERide websites, and any related services, features, and content we make available (together, the “Platform”). Our privacy policy at getheride.com/legal/rider-privacy is incorporated into these Terms by reference.

Separate terms apply to driver-partners, corporate and institutional account holders, and dispatchers. If you use HERide in more than one role, each set of terms applies to that role.

2. HERide is a technology platform, not a transportation carrier

HERide does not provide transportation services and is not a common carrier, taxi service, or public transportation provider. Drivers on the Platform are independent contractors, not employees, agents, partners, or joint venturers of HERide. HERide does not direct or control a driver’s route, conduct, vehicle, or manner of driving beyond the standards described in these Terms and our community policies.

The transportation service is provided to you by the driver, not by HERide. HERide’s role is limited to providing the technology that lets you request a ride, matches you with an available driver, calculates the fare, and processes payment.

3. A service built for women

HERide is a rideshare service created for women, and our driver community is made up of women. This mission shapes how we recruit and review driver applications, how we design our safety features, and how we match riders and drivers.

HERide does not unlawfully discriminate, and drivers may not refuse service on the basis of race, color, national origin, religion, disability, sexual orientation, gender identity, age, or any other characteristic protected by applicable law. Nothing in this section creates a guarantee about the identity or characteristics of any particular driver assigned to a particular trip.

4. Eligibility and your account

Age and capacity

You must be at least 18 years old and able to enter into a binding contract to hold a HERide rider account. Minors may ride only under a Teen Account established and supervised by a parent or legal guardian, or when accompanied by an adult account holder who is responsible for them for the duration of the trip.

Registration and verification

You must provide accurate, current, and complete information, including your legal name, a valid mobile phone number, an email address, and your city, and you must verify your mobile number by one-time passcode. We may also require you to verify a change of phone number or email by a code sent to your address of record.

One account, kept secure

You may hold only one rider account. You are responsible for everything that happens under it and for keeping your device and credentials secure. Tell us immediately at support@getheride.com if you believe your account has been compromised.

Accounts we may refuse or close

We may decline to open, may suspend, or may close an account we reasonably believe is fraudulent, duplicative, used in violation of these Terms, associated with abuse of promotions or referrals, or associated with conduct that threatens the safety of the community.

5. HERVerify identity check

HERide may ask you to complete HERVerify, an in-app identity check in which you take a live selfie using your device camera. The purpose is to confirm at pickup that the person entering the vehicle is the person who booked the ride, which is a core safety protection for both riders and drivers.

• The photo is captured live with your front camera. You cannot upload one from your gallery, and a fresh photo is taken for each booking.
• Your HERVerify photo is shown to the driver assigned to your trip, on her trip screen, for the length of that trip only.
• It is stored encrypted in a dedicated store that holds nothing else, and is deleted automatically within 24 hours. We keep only a record that a photo was taken and when.
• We never sell HERVerify photos, and we do not use them for advertising.
• Where HERVerify is required to book or to complete a trip, declining the check will prevent you from using that feature.

6. Booking a ride

Ride Now and Ride Later

You may request a ride for immediate pickup or schedule one in advance, where scheduling is available in your city and for the vehicle type you select. Scheduling reserves the request; it does not guarantee a driver will be available, and some vehicle types are available only for advance booking.

Vehicle types and service tiers

Available tiers vary by city and may include standard HERide service and premium tiers such as HERide LuxHERy and HERide Black. Premium tiers carry vehicle standards — model year, make and model, seating capacity, and for HERide Black a black exterior — and are fulfilled only by drivers who have opted in and been found eligible. Premium tiers are priced above standard service, as shown before you confirm.

Airports and special pickup zones

At airports and certain other venues, pickups may occur only in designated rideshare zones. The app will present the permitted pickup points and may provide walking directions and a live estimated arrival. You must meet your driver at the designated pickup point — drivers are not permitted to pick up outside authorized zones and may be penalized by the venue or law enforcement for doing so. Airport and venue access fees may be added to your fare.

Accessibility and specialized transportation

You may indicate accessibility needs when booking. Trips requiring wheelchair-accessible, bariatric, or stretcher-equipped vehicles are fulfilled through HERide’s contracted accessible-transportation partner network rather than the general fleet, and availability, lead time, and pricing may differ. Service animals are always permitted, and drivers may not refuse a rider traveling with a service animal.

Contracted and program trips

Some trips are booked under a contract or program — senior transportation, medical transportation, or a corporate or institutional account. Those trips may carry additional rules on eligibility, geography, scheduling windows, trip purpose, and who pays. Where a program rule conflicts with these Terms, the program rule controls for that trip.

HERide does not guarantee that a driver will be available at any given time or place, that a request will be accepted, or that a scheduled ride will be fulfilled. Availability depends on independent drivers choosing to accept trips.

7. Corporate, institutional, and guest bookings

If your rides are arranged or paid for by an employer, school, agency, or other organization (a “Sponsor”), additional rules apply.

• Your Sponsor may set limits on when, where, how often, and at what cost you may ride, and may add or remove you from the account at any time.
• Your Sponsor may receive trip details for rides it pays for, including date, time, pickup and drop-off locations, driver, and fare.
• A Sponsor may book a ride for a guest who does not hold a HERide account. The Sponsor is responsible for having the guest’s permission to share their name and phone number with us and for the guest’s conduct during the trip. The guest is bound by the rider conduct and safety provisions of these Terms.
• If a Sponsor fails to pay for a trip, HERide may seek payment from the rider or the Sponsor, as permitted by the applicable account agreement.

8. Teen Accounts and guardian supervision

Where HERide offers Teen Accounts, a parent or legal guardian may establish a supervised account for a minor. Teen Accounts are offered only in participating markets and may be changed or withdrawn.

• The guardian must be an adult HERide account holder, must consent to the teen’s use of the service, and is financially and legally responsible for all trips taken on the Teen Account and for the teen’s compliance with these Terms.
• Where the feature is enabled, the guardian receives a private link to view the trip while it is in progress, which may include a live video and audio stream from inside the vehicle, published from the driver’s device.
• The stream is live only. It is not recorded, stored, or available after the trip ends. Only the guardian holding the link may view it, and the link expires.
• The driver consents to the stream before it begins. The teen and anyone traveling with them should understand the trip is being viewed live by the guardian. Do not use a Teen Account if you do not want the trip observed.
• The guardian may not record, screenshot, retransmit, publish, or share the stream or the viewing link with anyone else. Doing so is a material breach of these Terms and may violate law.

9. Fares, fees, and estimates

Before you confirm a ride, the app displays an estimated fare or an upfront price for the vehicle type you selected. The final amount charged may include the following.

Estimates are estimates. Actual fares may differ if the route changes, if you add or change a stop or destination, if traffic or wait time is materially different, or if the trip takes a different path than predicted.

If you believe you were charged incorrectly, contact support@getheride.com within 30 days of the trip. We review fare disputes and will adjust a charge where our review shows an error.

10. Payment

Pre-authorization hold

When you book a ride paid by card, we place a pre-authorization hold on your card. The hold is not a charge; it reserves funds so the driver can be paid at the end of the trip. The hold is the greater of 125% of the estimated fare or the estimated fare plus $5.00, and it is released or captured when the trip completes or is cancelled. If a valid hold cannot be secured — a declined or expired card, insufficient funds, or a card that needs extra authentication — your trip may not be able to start.

Authorization to charge

You authorize HERide and its payment processor to charge your payment method for all amounts you incur, including fares, fees, tips, tolls, cancellation and no-show fees, cleaning and damage fees, and taxes. Card processing is handled by our payment processor; HERide does not store full card numbers.

Failed payments

If a charge fails, we may retry it, may apply the balance to your next trip, and may suspend your ability to book until the balance is paid. You remain responsible for amounts owed.

Chargebacks

If you dispute a charge with your card issuer without first contacting us, we may suspend your account while the dispute is resolved. Filing a chargeback for a trip you actually took is a breach of these Terms.

11. Promotions, promo codes, vouchers, and referrals

• Promo codes are personal to you, have no cash value, may not be sold, transferred, or published, and may be limited by city, vehicle type, trip count, date, or minimum fare. We may cancel a code or reverse a discount obtained through fraud, duplicate accounts, or abuse.
• Vouchers issued by a Sponsor cover only the amounts, trip types, dates, and geography the Sponsor sets. Anything above the voucher value is charged to your payment method.
• Referral rewards require the referred person to be a genuinely new user who completes the qualifying activity. Self-referrals, duplicate devices or accounts, and incentivized or automated signups are not eligible, and we may reverse rewards and close accounts involved in referral abuse.
• Promotions may be modified or withdrawn at any time, except where doing so is prohibited by law.

12. Cancellations and no-shows

• You may cancel a ride at any time from the app. A cancellation fee may apply if you cancel after a driver has accepted your trip and outside the free cancellation window for that trip type. Windows and amounts differ between on-demand and scheduled rides and are shown in the app.
• If your driver arrives, waits the required period, and you do not appear or do not respond, the trip may be ended as a no-show and a no-show fee may be charged to compensate the driver for her time and travel.
• You will not be charged a cancellation fee when the cancellation is attributable to the driver or to HERide — if the driver cancels, does not arrive, is unreachable, or if we cancel due to a technical failure.
• A pre-authorization hold that exceeds any fee owed is released back to your card. Release timing is controlled by your bank and may take several business days.
• Repeated late cancellations and no-shows affect your Reliability Score and may lead to restrictions on your account.

13. Ratings and your Reliability Score

After each trip you may rate your driver, and your driver may rate you. Ratings are used to maintain quality and safety on both sides of the Platform.

HERide also maintains a Reliability Score for riders, calculated from signals such as identity verification status, safety reports, respectfulness, pickup accuracy, responsiveness to your driver, booking reliability including cancellations and no-shows, and overall account standing. Not all factors are active for every rider: the score is calculated only from factors for which we have information, and new riders are shown as “building” until enough trip history exists.

You can view your Reliability Score and what drives it in the app. Drivers may see a summary of your standing when they receive your trip request. A persistently low score may result in longer wait times, reduced access to some features, or removal from the Platform.

14. Safety features

The app includes safety tools such as trip sharing, emergency contacts, an in-app SOS button, and, where enabled, escalation to a professional emergency dispatch service that can request police, fire, or medical response to your location.

Report any safety incident, unsafe driving, harassment, or suspected criminal conduct to us as soon as possible at support@getheride.com or through in-app support, and to law enforcement where appropriate. We investigate reports and may suspend accounts during an investigation.

Drivers may use a dash camera or other recording device where permitted by law. Aside from the Teen Account live stream described in section 8, HERide does not operate cameras in vehicles and does not receive or store in-vehicle recordings made by drivers.

15. Rider conduct

When using HERide you agree that you will not:

• Harass, threaten, discriminate against, or physically harm a driver or anyone else;
• Damage, soil, or vandalize a vehicle, or leave it requiring cleaning beyond normal use;
• Smoke, vape, or use illegal drugs in a vehicle;
• Carry an open container of alcohol, a weapon prohibited by law, or hazardous, illegal, or flammable materials;
• Exceed the vehicle’s seatbelt capacity, or travel with a child without a legally required child restraint;
• Ask a driver to break traffic laws, exceed hours-of-service limits, or make unauthorized stops;
• Contact a driver after a trip for any purpose other than recovering lost property through HERide;
• Use the Platform for any unlawful purpose, or to transport an unaccompanied minor outside a Teen Account;
• Reverse-engineer, scrape, overload, probe, or interfere with the Platform, or use bots, emulators, or falsified location data.

You are responsible for cleaning and repair costs caused by you or your party. Where a driver reports and documents such damage, we may charge a cleaning or damage fee to your payment method. Serious or repeated violations result in permanent removal from the Platform.

16. Lost property

Report lost items through the app as soon as possible. We will attempt to connect you with your driver, who is under no obligation to return an item or to make a special trip. A return fee may apply to compensate the driver’s time. HERide is not responsible for items left in a vehicle.

17. Location, notifications, and communications

By creating an account you agree to receive transactional messages about your account and your trips by push notification, SMS, and email, including one-time codes, driver arrival alerts, receipts, and safety notices. Message and data rates may apply.

Marketing messages are separate. You may opt out of marketing SMS by replying STOP to any marketing message, and out of marketing email using the unsubscribe link, without losing the transactional messages needed to operate your account.

Calls and messages between you and your driver may be routed through a masked number so neither party sees the other’s real phone number, and may be logged for safety and support purposes.

18. Advertising and third-party content

The app may display promotional banners, offers, event listings, transit information, and other content, including content from third parties and paid advertisers. Inclusion is not an endorsement. Your dealings with any advertiser or third-party provider are solely between you and them, and their own terms and privacy practices apply.

19. Third-party services

The Platform depends on third-party services, including payment processing, mapping and navigation, messaging and telephony, identity and fraud tools, emergency dispatch, and cloud hosting. We are not responsible for the acts, omissions, outages, accuracy, or content of third-party services, and your use of them may be subject to their terms. The full list of providers is in the privacy policy at getheride.com/privacy.

20. Your license to use the Platform

Subject to these Terms, HERide grants you a limited, personal, non-exclusive, non-transferable, revocable license to use the app for your own non-commercial use of the service. All rights not expressly granted are reserved. The HERide name, logo, and all Platform software, content, and design are owned by HERide or its licensors and may not be copied, modified, distributed, or used without permission.

If you give us feedback, suggestions, or ideas, you grant us a perpetual, worldwide, royalty-free license to use them without obligation to you.

21. Suspension and termination

You may stop using HERide and may request deletion of your account at any time. We may suspend or terminate your account, with or without notice, if you breach these Terms, if we reasonably believe your conduct threatens the safety of the community or the integrity of the Platform, if required by law, or if your account is inactive for an extended period.

Amounts you owe survive termination. Some information is retained after account closure as required by law, for safety and fraud prevention, and to resolve disputes, as described in our privacy policy.

22. Disclaimers

THE PLATFORM IS PROVIDED “AS IS” AND “AS AVAILABLE.” TO THE MAXIMUM EXTENT PERMITTED BY LAW, HERIDE DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, AND NON-INFRINGEMENT. WE DO NOT WARRANT THAT THE PLATFORM WILL BE UNINTERRUPTED, TIMELY, SECURE, OR ERROR-FREE, OR THAT ESTIMATES, ARRIVAL TIMES, OR ROUTES WILL BE ACCURATE.

HERIDE DOES NOT GUARANTEE THE QUALITY, SUITABILITY, SAFETY, OR ABILITY OF ANY DRIVER, AND DOES NOT GUARANTEE THE CONDITION OF ANY VEHICLE. YOU USE THE TRANSPORTATION SERVICES OF INDEPENDENT DRIVERS AT YOUR OWN RISK.

23. Limitation of liability and indemnity

TO THE MAXIMUM EXTENT PERMITTED BY LAW, HERIDE AND ITS OFFICERS, DIRECTORS, EMPLOYEES, AND AGENTS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES, OR FOR LOST PROFITS, LOST DATA, PERSONAL INJURY, OR PROPERTY DAMAGE ARISING FROM YOUR USE OF THE PLATFORM OR ANY TRANSPORTATION SERVICE, WHETHER BASED IN CONTRACT, TORT, STRICT LIABILITY, OR OTHERWISE, EVEN IF ADVISED OF THE POSSIBILITY OF SUCH DAMAGES.

TO THE MAXIMUM EXTENT PERMITTED BY LAW, HERIDE’S TOTAL LIABILITY TO YOU FOR ALL CLAIMS ARISING OUT OF OR RELATING TO THESE TERMS OR THE PLATFORM WILL NOT EXCEED THE GREATER OF THE AMOUNTS YOU PAID TO HERIDE IN THE SIX MONTHS PRECEDING THE EVENT GIVING RISE TO THE CLAIM, OR ONE HUNDRED U.S. DOLLARS ($100).

Some jurisdictions do not allow certain limitations, so parts of this section may not apply to you. Nothing in these Terms limits liability that cannot be limited by law.

You agree to indemnify and hold HERide harmless from any claim, loss, liability, or expense, including reasonable attorneys’ fees, arising from your use of the Platform, your breach of these Terms, your violation of law, or your conduct during a trip.

24. Dispute resolution and arbitration

Informal resolution first

Before starting a formal proceeding, contact us at support@getheride.com with a written description of the dispute and the relief you seek, and give us 30 days to resolve it informally.

Binding individual arbitration

If we cannot resolve the dispute informally, you and HERide agree that any dispute arising out of or relating to these Terms or the Platform will be resolved by binding individual arbitration administered by the American Arbitration Association (“AAA”) under its Consumer Arbitration Rules, rather than in court. Those rules cap what you pay to file and require HERide to bear the rest of the arbitration costs. Arbitration will take place in Fulton County, Georgia, or another mutually agreed location, or by videoconference or on the documents where the rules allow.

Class action waiver

You and HERide agree that claims may be brought only in an individual capacity, and not as a plaintiff or class member in any purported class, collective, consolidated, or representative proceeding. The arbitrator may not consolidate claims or preside over any form of representative proceeding.

Your right to opt out

You may opt out by emailing support@getheride.com with your name, the email and phone number on your account, and a clear statement that you opt out of arbitration, within 30 days of first accepting these Terms. Opting out does not affect any other part of these Terms and will not disadvantage your use of HERide.

Exceptions

Either party may bring an individual claim in small-claims court, and either party may seek injunctive relief in court to protect intellectual property or to stop unauthorized access to the Platform. This section does not waive any right that cannot be waived under applicable law.

Governing law and venue

These Terms are governed by the laws of the State of Georgia, without regard to its conflict-of-laws rules. For any dispute not subject to arbitration, you and HERide consent to the exclusive jurisdiction of the state and federal courts located in Fulton County, Georgia.

25. Changes to these Terms

We may update these Terms as our service changes. When we make a material change, we will update the “Last updated” date and give notice in the app, by email, or by requiring you to accept the revised Terms before your next booking. Changes are not retroactive. Your continued use of HERide after the effective date of a change means you accept the revised Terms. If you do not accept them, stop using the Platform and close your account.

26. General

• Entire agreement: these Terms, the privacy policy, and any program or account terms that apply to you form the entire agreement between you and HERide regarding the Platform.
• Severability: if a provision is held unenforceable, the rest remains in effect.
• No waiver: our failure to enforce a provision is not a waiver of it.
• Assignment: you may not assign these Terms. We may assign them in connection with a merger, acquisition, or sale of assets.
• Force majeure: neither party is liable for failures caused by events beyond its reasonable control.
• Survival: sections 2, 10, 15, 20, 22, 23, 24, and 26 survive termination.

27. How to reach us

• Rider support, legal notices, and arbitration opt-out: support@getheride.com
• Privacy questions and data requests: privacy@getheride.com
• HERide, Inc., Atlanta, GA